Southern Cross Credit Union

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Reimagining Banking

Following a successful period of growth and expansion, Southern Cross Credit Union are reinventing the way they deliver banking in the Northern Rivers.

The project team at SCCU, led by CEO Stuart Edwards, are guided by their belief in building and maintaining meaningful relationships with their customers.

"At a time when many financial institutions are working on delivering new branch concepts and digitising the in branch customer experience, we're making a deliberate shift away from this to put one thing first – people."

"Our new Financial Service Centres are not high tech, you won't see huge digital screens. They're also not billboards, so you won't see posters or a stands full of flyers. What you will see is a place where people and conversations are at the heart of the experience, because we believe the future of banking is in people and relationships." 

"A place where people and conversations are at the heart of the experience"

Each Financial Service Centre will include high performance specialists with a deep understanding of all of our financial products. These specialists will be able to service the entire banking needs of customers without needing to refer them elsewhere in the organisation.

"We consider this a key competitive advantage in today's environment, and is the kind of personalised service consumers are demanding", explains Mr Edwards.

In creating the Financial Service Centre, Southern Cross Credit Union wanted to design spaces unlike any other financial service provider. To achieve this they utilised the services of VIOTO Architects to help bring their vision to reality.

"Key objectives of the new designs have included drawing customers and the community into the branch by creating an environment where they feel comfortable and an aesthetic that reflects the beauty and diversity of the Northern Rivers region. We set out to create environments that don't just reflect the community, but become part of the community."

"A focus on self-service, digital banking has alienated customers. We want people coming into our Financial Service Centres to feel at home and comfortable to discuss their financial situation with us."

Key features of Southern Cross Credit Union's Financial Service Centre include:  

  • Dedicated specialists for personal banking and lending who are highly skilled, trained team to service banking needs end to end
  • Customer lounge including shopfront bench seating and free Wi-Fi
  • Shared customer experience rather than through screens or over a counter
  • iPad Roundtable for access to internet banking, searching for property and accessing financial resources
  • Meeting rooms for private financial conversations
  • Free Cash Withdrawals within the Financial Service Centre
  • Coin machines for quick and easy deposits, free to our customers

During 2017, Tweed City, Lismore and Ballina branches underwent this transformation with more to come in 2018.

$1.1 Billion in Forgotten Money

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